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Market Research Report : Crm market in india 2015 - Sample

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Abstract :
Netscribes’ latest market research report titled CRM Market in India 2015 states that CRM market is witnessing a steady growth with an increasing trend of expenditure on CRM across the country. Given the increased competition among firms these days, the adoption of a CRM strategy is starting to become more and more crucial. Irrespective of their size, businesses today are more inclined to adopt a CRM strategy to manage and create relationships with customers in an effective manner. Currently the market is moving to the SaaS model from the traditional CRM network. Small and Medium Business (SMB) organizations are mainly adopting on demand or cloud CRM as it is based on CAPEX. However security of information and data privacy are the two most important concern for cloud or on demand CRM. The adoption by SMBs is facilitated by both private players and government activities. Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India.
In terms of processes& functions, CRM can be broadly categorized into four segments - Operational CRM, Analytical CRM, Sales Intelligence CRM and Collaborative CRM. CRM modules cater to three essential areas of customer relationship leading to customer retention and acquisition. The solution is easy to implement, integrate & use, and also offers remote access, multi-channel interaction, analytical operation, and campaign management tools in a customized interface as required by the client.CRM adoption is driven by enhancement of customer care operations and achievement of global standards. Further cost reduction capability of CRM is also catalyzing CRM adoption. However, high cost associated with CRM solutions and low awareness regarding its advantages hinders its implementation. The market is dominated by private players with most of them being foreign companies. But, with the market growing more and more, players with new solutions are coming up. With new trends of mobile and social CRM gaining importance and the concept of KYC gaining in significance, the CRM market is expected to boom over the coming decade.

Table of Contents :
Slide 1: Executive Summary

Macro Economic Indicators
Slide 2: GDP at Factor Cost: Quarterly (2011-12, 2012-13, 2013-14, 2014-15),Inflation Rate: Monthly(Dec-Jan2014 –Mar-Apr 2015)
Slide 3: Gross Fiscal Deficit: Monthly (Feb 2014 – Jul 2014), Exchange Rate: Monthly(Dec 2014 – May 2015)
Slide 4: Lending Rate: Annual (2011-12 – 2014-15), Trade Balance: Annual (2011-12– 2014-15), FDI: Annual (2010-11 – 2013-14)

Introduction
Slide 5: Introduction
Slide 6: Basic CRM Framework
Slide 7: CRM Adoption Process

Market Overview

Slide 8: CRM Market Global – Overview, Market Size & Growth (2014, 2015e, 2016e, 2017e, 2018e, 2019e), Global CRM Market - Leading Continents, Global CRM Market - Major Sectors
Slide 9: Revenue from CRM Submarket

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Market Research Report : Crm market in india 2015 - Sample

  1. 1. CRM Market – India July 2015
  2. 2. 2CRM MARKET IN INDIA 2015.PPT Executive Summary Market Drivers and Challenges Trends Competition  CRM market in India is valued at ~ INR x bn in 2014 and is estimated to grow at a CAGR of ~ x% over 2014- 19e  In terms of CRM adoption, South Indian cities are showing signs of healthy adoption rates followed by North Indian cities  Demand for Transparency  Emergence of Mobile CRM Drivers – Improved Customer Relationship and Operational Advancement – Growth of Online Retailing – Global Competence – Significant Cost Reduction Challenges – Implementation Challenges and Operational Cost – Lack of Awareness of True Benefits Major Players Company A Company B Company C Company D Company E Company F  Introduction of Social CRM  Rising Cloud-based CRM Adoption
  3. 3. 3CRM MARKET IN INDIA 2015.PPT •Macroeconomic Indicators •Introduction •Market Overview •Types, Modules and Features •CRM Use in SMBs •CRM Selection Criteria •Drivers and Challenges •Key Trends •Scope of CRM in Key Sectors •Competitive Landscape •Strategic Recommendations •Appendix
  4. 4. 4CRM MARKET IN INDIA 2015.PPT SAMPLEMacroeconomic Indicators (3/3) Lending Rate: Annual xxxxxxxxxxxx % Per Annum 2014-15 y4 x4 2013-14 y3 x3 2012-13 y2 x2 2011-12 y1 x1 MaxMin Trade Balance: Annual Commercial Bank Rates: Key Lending Rates as Prescribed by RBI (All Commercial Banks including SBI) - Minimum Rate General N.B.: 2012-13 encompasses figure for Apr – Nov 2012 FDI: Annual D C B A INRtn 2014-15 x4 2013-14 x3 2012-13 x2 2011-12 x1 D C B A INR bn 2013-14 y4 2012-13 y3 2011-12 y2 2010-11 y1
  5. 5. 5CRM MARKET IN INDIA 2015.PPT SAMPLECRM Adoption Process X • X X• X X • X X• X X • X
  6. 6. 6CRM MARKET IN INDIA 2015.PPT SAMPLE Over the years, CRM has evolved from point solution to 360 degree enterprise-wide initiative in India CRM Market Overview - India X X X X X 0 2018e a5 2017e a4 2016e a3 2015e a2 2014 a1 INR bn X 2019e a6 • XX • XX • XX • XX x z y OthersSalesforceOracle Top 2 players are holding ~a% share in the CRM market
  7. 7. 7CRM MARKET IN INDIA 2015.PPT SAMPLECRM Adoption Rate among Organization of all Size • XX • XX • XX Organization Type Service Industry Product Industry X X X X-X% X-X% X-X% X-X% X-X% X-X%
  8. 8. 8CRM MARKET IN INDIA 2015.PPT SAMPLE Increased awareness and interest level of base-level SMBs in technology clearly indicates India's technological progress Business Challenge ICT Spending X X X X X X X X X X 0 bn 2018e Y 2014e X Business Challenge ICT Spending Breakup X X X X X X X X X X 0 X X X 2014e 100.0% Software Licensing and SaaS Hardware IT Services • XX • XX • XX • XX Spending on IT service (implementation, support and training) and Software Licensing and SaaS: XX%
  9. 9. 9CRM MARKET IN INDIA 2015.PPT SAMPLE SMB CRM spending share in the overall SMB software spending Business Challenge CRM Market India Segmentation Business Challenge IT Software Spending - SMBs 0 10 20 30 40 50 60 70 80 90 2014 XXX Y bn CRM spendingOthers • XX • XX • XX • XX X Y Large BusinessSmall and Medium Business Note: Base figure = INR X bn
  10. 10. 10CRM MARKET IN INDIA 2015.PPT SAMPLE Large presence of SMBs in India proves to be highly beneficial for CRM vendors • XX  XX • XX  XX CRM Implementation Benefits Some potential benefits of CRM implementation Benefits Description X X X X X X X X
  11. 11. 11CRM MARKET IN INDIA 2015.PPT SAMPLECRM Selection Criteria (X/X) Deciding Factors IT Manpower • XX Customizability and Integration with other Solutions • XX User Volume • XX
  12. 12. 12CRM MARKET IN INDIA 2015.PPT SAMPLE Enhancement of customer care operations is catalyzing CRM adoption Improved Customer Relationship and Operational Advancement Impact • XX • XX • XX • XX • XX • X • X • X • X X • X • X • X • X X
  13. 13. 13CRM MARKET IN INDIA 2015.PPT SAMPLE CRM solutions are used by various highly reputed and respected companies around the globe Global Competence Impact • XX Expansion •X Achieving Global Standard •X Operational Efficiency •X
  14. 14. 14CRM MARKET IN INDIA 2015.PPT SAMPLE…hinder its adoption in India Implementation Challenges and Operational Cost (x/x) Vendor Name Cost Structure* (Per month/user) X X X X X X X X X X X X X X X X X X X X X Note: *Data as of August 2013, Other details have been taken from the website; May vary depending on the requirement SAP does not provide stand alone CRM generally, and it requires a minimum of 15 user subscription Sugra CRM: Price based on an annual subscription with a minimum of five users
  15. 15. 15CRM MARKET IN INDIA 2015.PPT SAMPLE Social CRM offers open-ended interaction among employees and numerous consumers in the social networks Introduction of Social CRM Social CRM is gaining popularity•X •X •X Social CRM X X X X X X Traditional CRM Social CRM Participant Process and Channel Time of Interaction Social CRM Traditional CRM Social CRM • X • X • X • X
  16. 16. 16CRM MARKET IN INDIA 2015.PPT SAMPLE Cloud Computing is catching up with the Software-as-a- Service (SaaS) CRM solution Rising Cloud-based CRM Adoption (x/x) Many companies are now implementing on demand CRM for better results •X •X •X Company A •X •X •X •X Company B •X •X •X •X Company C
  17. 17. 17CRM MARKET IN INDIA 2015.PPT SAMPLECase Study 1 Case: X saves time, increases revenues using SMART CRM Desk CRM SolutionRequirements Benefit • X • X • X • X • X • X • X • X • X • X • X • X • X • X • X Technology Used XX Client Organization IT Vendor X X Industry X
  18. 18. 18CRM MARKET IN INDIA 2015.PPT SAMPLEPorter’s Five Forces Analysis Competitive Rivalry • X Bargaining Power of Buyers • X Threat of New Entrants • X Impact X Impact X Impact X Bargaining Power of Suppliers • X Impact X Threat of Substitutes • X Impact X
  19. 19. 19CRM MARKET IN INDIA 2015.PPT SAMPLEKey Ratios of 3 Major Private Companies – Operational Basis (FY 2014) (x/x) Competitive Benchmarking (3/3) x x x x x Oracle x SAP x Salesforce x Asset Turnover Ratio • XX • XX • XX x x x x x x3 SAP x2x1 Salesforce x3 x2 x1 Oracle x3x2x1 Debtors Turnover Ratio 2012 20142013
  20. 20. 20CRM MARKET IN INDIA 2015.PPT SAMPLE Key People Products and Services Company Information Offices and Centres – India Corporate Address X Tel No. X Fax No. X Website X Year of Incorporation X Ticker Symbol X Stock Exchange X Public: Foreign Company – Company A(1/4) Head OfficePune Name Designation X X X X X X X X Note: The list of products and services is not exhaustive Category Products/Services Amdocs Products X
  21. 21. 21CRM MARKET IN INDIA 2015.PPT SAMPLEFinancial Snapshot Key Ratios Financial Summary • The company earned a net profit of INR 26.1 bn in FY 2014, as compared to net profit of INR 25.8 bn in FY 2013 • The company reported total income of INR 220.9 bn in FY 2014, registering an increase of 5% over FY 2012 • The company earned an operating margin of 13.89% in FY 2014, a decrease of 0.48 percentage points over FY 2013 • The company reported debt to equity ratio of 0.06 in FY 2014, an increase of 1.26 per cent over FY 2013 Key Financial Performance Indicators Indicators Value (23/06/2014) Market Capitalization (INR mn) 546029.19 Total Enterprise Value (INR mn) 465229.2 EPS 2.88 PE Ratio 19.64 Particulars y-o-y change (2014-13) 2014 2013 2012 2011 Profitability Ratios Operating Margin -0.48 13.89% 14.37% 13.57% 12.70% Net Margin -0.48 11.83% 12.31% 12.00% 10.89% Profit Before Tax Margin -0.47 13.72% 14.19% 13.54% 12.43% Return on Equity -0.16 12.43% 12.59% 12.90% 11.47% Return on Capital Employed -0.06 12.44% 12.50% 12.36% 11.15% Return on Working Capital 0.65 40.52% 39.87% 45.36% 41.77% Return on Assets -0.22 9.56% 9.78% 9.53% 8.72% Return on Fixed Assets -3.23 171.53% 174.76% 159.22% 156.49% Cost Ratios Operating costs (% of Sales) 0.48 86.09% 85.61% 86.37% 87.28% Administration costs (% of Sales) -0.02 12.49% 12.51% 13.08% 12.89% Interest costs (% of Sales) -0.01 0.10% 0.11% 0.10% 0.09% Liquidity Ratios Current Ratio -4.97% 2.02 2.12 1.92 1.96 Cash Ratio -3.92% 1.19 1.23 1.05 1.16 Leverage Ratios Debt to Equity Ratio 1.26% 0.06 0.06 0.07 0.08 Debt to Capital Ratio 1.18% 0.06 0.06 0.06 0.08 Interest Coverage Ratio 5.13% 142.33 135.38 139.39 140.34 Efficiency Ratios Fixed Asset Turnover 1.57% 12.33 12.14 11.68 12.30 Asset Turnover 1.18% 0.69 0.68 0.70 0.69 Current Asset Turnover 0.27% 1.47 1.47 1.59 1.61 Working Capital Turnover 5.17% 2.91 2.77 3.33 3.28 Capital Employed Turnover 2.64% 0.99 0.96 1.00 0.97 Improved Decline Net Profit/LossTotal Income 30 20 300 10 0 200 100 0 INR bnINR bn 2014 26.1 220.9 2013 25.8 209.6 2012 20.7 172.4 2011 17.0 156.3 Public: Foreign Company – Company A(2/4) Note: Financials of the parent company (Amdocs Ltd. NYSE:DOX) has been provided
  22. 22. 22CRM MARKET IN INDIA 2015.PPT SAMPLEKey Business Segments Key Geographic Segments Business Highlights Description News Overview X Launch X Acquisition X 100% 50% 0% 2014 220,625 73% 70% 72% 73% 17% 13%12%14%13% 0% 50% 100% 2014 15% 2013 16% 20122011 14% Rest of the WorldEuropeNorth America Public: Foreign Company – Company A(3/4) X Providing Integrated Products and Services
  23. 23. 23CRM MARKET IN INDIA 2015.PPT SAMPLE Private: Foreign Company – Company A – SWOT Analysis (4/4) • X •X • X• X TO WS
  24. 24. 24CRM MARKET IN INDIA 2015.PPT SAMPLEPrivate: Foreign Company – Company B(1/5) Key People Products and Services Company Information Offices and Centres – India Category Products/Services X X Name Designation X X X X Corporate Address X Tel No. X Fax No. X Website X Year of Incorporation X Note: The list of products and services is not exhaustive Delhi Head Office
  25. 25. 25CRM MARKET IN INDIA 2015.PPT SAMPLEShareholders of the Company Ownership Structure Name No. of Shares held X X X X X X 100% Foreign Holdings Note: Shareholding pattern as on AGM dated 29th Sep 2014 Private: Foreign Company – Company B(2/5)
  26. 26. 26CRM MARKET IN INDIA 2015.PPT SAMPLEPrivate: Foreign Company – Company B(3/5) Financial Snapshot Key Ratios Financial Summary • The company earned a net profit of INR 681.1 mn in FY 2014 as compared to net profit of INR 590.1 mn in FY 2013 • The company reported total income of 7,925.4 mn in FY 2014, registering an increase of 17% over FY 2013 • The company earned an operating margin of 12.26% in FY 2014 a decrease of 0.92 percentage points over FY 2013 • The company reported a current ratio of 0.84% in FY 2014 registering a decrease of 27.48% over FY 2013 Particulars y-o-y change (2014-13) 2014 2013 2012 2011 Profitability Ratios Operating Margin -0.92 12.26% 13.18% N.A. N.A. Net Margin -0.15 8.59% 8.74% N.A. N.A. Profit Before Tax Margin -0.92 12.26% 13.18% N.A. N.A. Return on Equity -0.97 17.82% 18.78% N.A. N.A. Return on Capital Employed -2.90 25.42% 28.33% N.A. N.A. Return on Working Capital -801.48 -375.32% 426.16% N.A. N.A. Return on Assets -2.11 15.24% 17.35% N.A. N.A. Return on Fixed Assets -9.05 23.66% 32.71% N.A. N.A. Cost Ratios Operating costs (% of Sales) 0.92 87.74% 86.82% N.A. N.A. Administration costs (% of Sales) N.A. N.A. N.A. N.A. N.A. Interest costs (% of Sales) N.A. N.A. N.A. N.A. N.A. Liquidity Ratios N.A. Current Ratio -27.48% 0.84 1.16 2.07 N.A. Cash Ratio -47.10% 0.23 0.43 0.55 N.A. Leverage Ratios Debt to Equity Ratio N.A. N.A. N.A. N.A. N.A. Debt to Capital Ratio N.A. N.A. N.A. N.A. N.A. Interest Coverage Ratio N.A. N.A. N.A. N.A. N.A. Efficiency Ratios Fixed Asset Turnover -22.24% 1.93 2.48 N.A. N.A. Asset Turnover -5.59% 1.24 1.32 N.A. N.A. Current Asset Turnover 30.49% 5.80 4.44 N.A. N.A. Working Capital Turnover -194.66% -30.60 32.33 N.A. N.A. Capital Employed Turnover -3.52% 2.07 2.15 N.A. N.A. Improved Decline 800 600 400 200 0 8,000 6,000 4,000 2,000 0 INR mnINR mn 2014 681.1 7,925.4 2013 590.1 6,751.1 Net Profit/LossTotal Income
  27. 27. 27CRM MARKET IN INDIA 2015.PPT SAMPLEBusiness Highlights Private: Foreign Company – Company B(4/5) Description News Overview X Featured Adobe Products for CRM X Launch X Strategic Partnership X Acquisition X
  28. 28. 28CRM MARKET IN INDIA 2015.PPT SAMPLE Private: Foreign Company – Company B – SWOT Analysis (5/5) • X • X • X• X TO WS
  29. 29. 29CRM MARKET IN INDIA 2015.PPT SAMPLE X Strategy Adoption Area X Regional GrowthX Strategic Recommendations (x/x) • X • X • X • X
  30. 30. 30CRM MARKET IN INDIA 2015.PPT Thank you for the attention About Netscribes, Inc. Netscribes, Inc. is a knowledge-consulting and solutions firm with clientele across the globe. The company’s expertise spans areas of investment & business research, business & corporate intelligence, content-management services, and knowledge-software services. At its core lies a true value proposition that draws upon a vast knowledge base. Netscribes, Inc. is a one-stop shop designed to fulfil clients’ profitability and growth objectives. CRM Market – India report is part of Netscribes’ Technology Series. For any queries or customized research requirements, contact us at: Disclaimer: This report is published for general information only. Although high standards have been used in the preparation, “Netscribes” is not responsible for any loss or damage arising from use of this document. This document is the sole property of Netscribes and prior permission is required for guidelines on reproduction. Phone: +91 22 4098 7600 E-Mail: info@netscribes.com

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